Food Service managers are experienced in managing and investigating material supplier performance matters. Defining engineered outcomes is imperative.
Before escalating an issue to senior management you must first:
- Understand the issue - allowing for the potential emotion, potential anger, potential wellbeing impact, and subjective views of the aggrieved party
- Identify the facts - allow the Food Service supplier to fully investigate
- Review - assess the Food Service supplier's report or outcomes
- Communication - Ensure the aggrieved party and client are informed (where an issue is significant or has been escalated) of the outcomes and remediation
- Remediation - Ensure the agreed actions are taken
- Cost - Ensure the processing of refunds or adjusted recharges is fully complete
Remember to follow the basic principles and process to remediate an issue………
Issue Resolution is a “Cyclic” process whereby you must Resolve/Follow up/Review/Change until there is complete satisfaction from ALL parties.
1. Key Points
- Use Escalation Matrix templates to ensure proper process
- Document ALL meetings
- Check and Verify changes once implemented
Reference Templates:
Food Services Strategic Escalation RACI
Food Services Audit Performance checklist sample
CBRE Root Cause Analysis
Performance Improvement Plan Template
1:
Listen and
Understand
FS-041 Ver 1.2 (Aug 23)
2:
Identify the
FACTS
3:
Review and
Assess options
4:
Communicate
planned changes
5:
Implement the
changes
6:
Review and
adjust